Treating Customers Fairly (TCF) – A Diagnostic Assessment.

Treating Customers Fairly (TCF)

Taking an inside-out and outside-in approach to business transformation

70% of buying experiences are based on how the customer feels they are being treated ~ McKinsey

What does Treating Customers Fairly mean

Treating Customers Fairly (TCF) is an outcomes based regulatory and supervisory approach designed to ensure that specific, clearly articulated fairness outcomes for financial services consumers are delivered by regulated financial firms.

Organisations are expected to demonstrate that they deliver the following 6 TCF outcomes to their customers throughout the product life cycle and that these principles are central to their culture.

THE 6 DESIDERED OUTCOMES

Products & services marketed and sold are designed to meet the needs of identified customer groups and are targeted accordingly

Information is transparent and understandable

Customers are provided with clear information and kept appropriately informed before, during and after point of sale

Customers feel respected and valued by the organisation

Customers are treated in a respectful manner

Advice is suitable

Where advice is given, it is suitable and takes account of customer circumstances

Barriers to change are limited

Customers do not face unreasonable post-sale barriers imposed by organisations to change product, switch providers, submit a claim or make a complaint

Delivery meets expectations

Products perform as organisations have led customers to expect, and service is of an acceptable standard and as they have been led to expect

The product value chain

Features

Holistic TCF assessment covering

All the desired outcomes as well as the overall corporate culture

Outside-in approach

Customer surveys to obtain their expectations and perceptions

Inside-out approach

An organisational audit that covers the end-to-end product value chain and all the steps in the customer journey

Outcomes

TCF index (score out of 100) for each business unit and its contribution to the overall organisational score

Continuous enhancement & change management

Working collaboratively with experts to become TCF compliant, treat your customers better and to gain a competitive advantage

Ongoing measurement and monitoring

Use the assessment to build trends over time. Monitor areas for improvement where gaps exist

how it works ?

More about Treating Customers Fairly (TCF)

TCF is a legislative requirement in the financial services industry but a set of principles by which every serious business should strive to abide by. A customer might not remember an interaction, but they will never forget how you treated them.

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